BAD SERVICE OFFERED BY RWANDAIR, COSTING ME MORE THAN TWICE THE ORIGINAL TICKET PRICE

BAD SERVICE OFFERED BY RWANDAIR, COSTING ME MORE THAN TWICE THE ORIGINAL TICKET PRICE

On Dec 11th 2020 I purchased a return flight ticket to Lagos Nigeria, which costed me R10 846.08, to travel on Dec 23rd 2020 returning to SA on Jan 04th 2021.

By the 23rd Dec my Covid test results were still not yet out until the check-in counters closed. I then went to the Ticketing counter to change the travel dates to Dec 30th returning on Jan 08th. They told me to pay R6 500 to make these changes, which I did.

On Dec 24th I emailed Rwandair to make changes on my travel dates again due to unforeseen circumstances, with new travel dates of Dec 28th departure, returning on Jan 04th. A Rwandair personnel by the name Patriote Rwagasabo responded to my email, made the changes and emailed me back to confirm, of which I did.

On Dec 28th, which was my departure date, I got to O.R. Tambo Int'l airport Rwandair check-in, only to be told that my name was not on the list of travellers. Flight departure was at 05:00am . They sent me to the ticket counter. The personnel at the ticket counter told me that I was not the only one with the same problem caused by Patriote Rwagasabo, that it has been a frequent happening, where he/she makes changes on email but forgets to amend on the system. I was then given several options since it was 02:00am and Kigali offices were not yet open. Option 1. either I wait until 08:00am to resolve the issue since the ticket change was supposed to be a free change. Option 2. Or travel on a later date Option 3: Or make payments again if I want to travel. I opted for option 3. I was made to pay again another amount of R4 965.

On returning back from Lagos I wrote emails of complaints to the Rwandair airline on Jan 08th, to ***, cc'd to *** and ***. None of these 3 cared to respond, and now its 10 days since I wrote the email.

In 2017 July the same airline made me pay a ticket twice because a personnel made a mistake on my ticket sequence, which was picked up at the Lagos check-in counter on my return from Lagos, and I was told I must pay in cash. I was made to run around the Lagos ATMs to withdraw 81 000 Nairas since they say I cannot swipe the bank card, it must be in cash, which I did. On boarding the flight, my sit was occupied, by a traveler having the same sit number as mine. It was just a nightmare.

I am starting to think and conclude that Rwandair is raising funds by de*****ing travellers with all sorts of tactics. In both instance of July 2017 and Dec 2020 I was made to pay dearly for mistakes made by Rwandair staff members, and no-one comes out to account.

Oh, another thing. I checked in 2 luggages to Lagos, only one made it to Lagos, and I had to make another trip to MMIA to collect the luggage 2 days later. The airline forgot to load it on my departure.